IT Desktop Support Specialist

Job Responsibilities

Act as an escalation point and initial contact for customer support requests pertaining to the firms hardware
Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
Queue monitoring to identify possible issue trends based on submitted tickets
Effectively diagnose and research escalated tickets to determine appropriate action
Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems
Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
Assist with mobile device set-up, review, maintenance and troubleshooting

Skills Required

Experience using VPN client and Citrix client
Experience of Mobile Device Management solutions
Strong knowledge and experience of supporting Windows O/S, Mac, Office 365 & Active Directory.

This role is Mon-Fri 9am-5.30pm, fully onsite (one day WFH after probation). Location: Bank, London.

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